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Click here or scroll down to respond to this candidateExperienceSecurity Response & Emergency RepresentativeWells Fargo Charlotte, NCStreet Address /2024 - PresentDeveloped and maintained positive customer relations and coordinated with team members to properly handle requests and questions.Responded to technicians questions via telephone and written correspondence.Handled technicians complaints quickly and professionally to restore customer confidence and prevent loss of business. Claims SpecialistAllstate Charlotte, NC07/2021 - 02/2024Maintained a high level of customer satisfaction by providing empathetic and professional customer service throughout the claims process. Assessed and processed remote auto insurance claims, ensuring timely and accurate resolution for policyholders.Customer Care Operations ManagerSecuritas Charlotte, NC06/2016 - 04/2021Provide leadership and management to both Customer Care Supervisors and Customer Care Representatives. Thoroughly manage priorities; assigning schedules for continuous monitoring and evenly distributing administrative tasks and projects. Manage quality monitoring system to compile and track performance at individual level. Assist in employee development through support, coaching and reinforcement of departmental policies. Assist in the ongoing training and development of Customer Care Supervisors, coordinating training efforts with upper management. Mentor new hires and existing staff.Customer Service RepresentativeOptum Charlotte, NC10/2015 - 03/2016Provides superior customer service to UnitedHealth Care members, explaining statements and helping customers understand various pieces of insurance paperwork, claims and answering questions regarding insurance premium payments. Processes payments for the members monthly premiums and explains the tax credits which are provided from the health market exchange. Escalates and triages the members account whenever theres is an issue related to incorrect amounts posted to their accounts.Customer Service RepresentativeRandstad Charlotte, NC09/2014 - 05/2015Acted as a service relationship management professional for customers, employer groups and providers to service a wide array of healthcare insurance needs. Provided consistent, reliable and customized stakeholder service interactions in a highly efficient and effective manner. Utilized probing and problem-solving methods to resolve all customer inquiries (via inbound calls, written or in person inquiries) on first contact. Customer Service SupervisoriQor Charlotte, NC09/2012 - 09/2014Logged and tracked customers call in a computer database. Researched, documented and recommended new methods or modifications to the customer support processes. Resolved and assisted with customer billing problems, account DaQuan KiahEMAIL AVAILABLE / PHONE NUMBER AVAILABLE / Charlotte, NCactivations, phone and plan selections, and resolved technical issues. Mentored new hires with the materials they needed to succeed once they hit the production floor to take live phone calls.Consistently exceeded key performance indicators (KPIs) such as response times, customer satisfaction, and issue resolution rates. Trained, mentored, and developed remote customer service leads and agents to improve their skills and meet departmental goals. SkillsTime management, Customer service, Restaurant experience, Microsoft word, Microsoft excel, Documentation review, Communication skills, Leadership, English, Process Improvement, Payroll, effective communicator, arbitration skills, relationship management, operational management, SAFES, PeopleSoft, Oracle, Microsoft Office, Negotiation, Problem Management, Claims Processing, Human ResourcesEducationGaringer High School Charlotte, NC06/2011 |
